Customer Marketing Director

The Customer Marketing Director will lead customer-focused marketing strategies to drive adoption, retention, growth, revenue expansion, and customer liftime value across Direct Travel's client base. This role combines strategic planning, cross-functional program execution, data-driven segmentation, and hands-on leadership to deliver measurable business outcomes and strengthen client relationships.

Key Responsibilities

• Develop and own the customer marketing strategy aligned to corporate goals (adoption, retention, expansion, upsell/cross-sell, NPS).

• Build and execute segmented, lifecycle-based marketing programs (onboarding, adoption, renewal, churn reduction, advocacy).

• Lead personalized, multi-channel review sourcing campaigns targeted to client segments and buyer personas.

• Partner and collaborate with Sales, Account Management, Product, Revenue Operations and Analytics to create coordinated plans and ensure consistent messaging and timing.

• Develop and scale customer advocacy and reference programs (testimonials, referrals, case studies, awards).

• Define KPIs (retention rate, expansion revenue, churn, engagement metrics) and deliver regular performance reporting to leadership.

Required Qualifications

• 5+ years of B2B customer marketing, lifecycle marketing, or customer success enablement experience; 3+ years in a leadership role.

• Proven track record driving retention, upsell/cross-sell, product adoption or customer advocacy programs that produced measurable revenue impact.

• Strong analytical skills with experience using customer, product and revenue data to inform segmentation and campaign optimization.

• Hands-on experience with CRM and marketing automation (Salesforce, Marketo, Monday.com, Smartsheet or similar).

• Excellent cross-functional collaboration and stakeholder management skills; ability to translate strategy into scalable programs.